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Title:
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ASSISTING USERS IN OPEN DATA INFRASTRUCTURES: A MANAGEMENT PERSPECTIVE |
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Author(s):
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Hashim Iqbal Chunpir, Luciana A. M. Zaina |
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ISBN:
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978-989-8533-57-9 |
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Editors:
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Pedro Isaías |
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Year:
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2016 |
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Edition:
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Single |
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Keywords:
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Open Data; e-Science; Information Technology Information Library (ITIL); user support; FeUSE framework; service desk |
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Type:
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Full Paper |
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First Page:
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27 |
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Last Page:
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34 |
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Language:
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English |
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Cover:
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Full Contents:
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click to dowload 
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Paper Abstract:
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Utilizing user support is an essential activity in e-Science to maintain and strengthen the research activities via an e-Science infrastructure to benefit science as well as our society. User support process is present in almost each and every e-Science infrastructure to support the users. However, there are fewer studies conducted that empirically evaluate the user support process in federated open data e-Science infrastructures and highlight major problems in the user support process. In this paper, a popular climate data e-infrastructure; Earth System Grid Federation (ESGF) is chosen as a case-study. This paper expounds a study conducted using interviews with the major stakeholders of ESGF. Based on the analysis of the interviews, a central problem in the current user support practices in ESGF is identified. In this paper, a solution to this central problem is recommended that can not only enhance the user support process in federated e-Science infrastructures like ESGF from the management perspective but also can improve the user experience and usability of federated e-Science and IT infrastructures. |
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